Shipping & Return

EMTB TUNING KITS SHIPPING PLAN

At Two Wheels Empire, we understand the importance of receiving your order promptly. That’s why we make every effort to dispatch all orders within 1 working day*, in most cases, orders are shipped out on the next working day. Our delivery service operates Monday-Friday, ensuring you receive your package as soon as possible.

Two Wheels Empire stocks best selling items across Europe (Germany and Lithuania), United Kingdom, United States. So wherever you ride your e-Bike in the world we aim to ship the products from the nearest warehouse to you, so you can get it fastest and cheapest! 

* During high-demand periods such as holidays or peak seasons, dispatch times may be extended to 24-48 hours. The selected shipping option will determine the estimated time in transit after dispatch. We thank you for your patience and understanding during these times.

 

 UK 

For our customers in the United Kingdom, we offer FREE tracked delivery on EMTB Tuning Kits  over 99£! Otherwise we have a flat rate charge of 4£.

Your package will be shipped by Tracked and Signed Delivery Services and will typically arrive within 48 hours after dispatch. 

For those in a rush, we also offer a priority delivery option at 5£, shipped by Tracked and Signed Delivery Services with an estimated delivery time of 24 hours after dispatch.

We strive to provide you with the best delivery options to ensure that you receive your order in a timely and efficient manner.

* Orders are shipped from the UK warehouse, if we ran out of stock we will inform you about shipping option from our EU shop with no extra charge.

 

 EUROPE 

For our customers in the European Union, we offer FREE tracked delivery on EMTB Tuning Kits over 99£! Otherwise we have a flat rate charge of 7£.

Your package will be shipped by Tracked and Signed Delivery Services and will typically arrive within 3-4 business days after dispatch.

For those in a rush, we also offer a priority delivery option with UPS express. The exact price will be calculated at the check out. 

We strive to provide you with the best delivery options to ensure that you receive your order in a timely and efficient manner.

* All orders are shipped from the European Warehouse.

 

 GERMANY 

 

For our customers in the EU, we offer FREE tracked delivery on EMTB Tuning Kits over 99£! Otherwise we have a flat rate charge of 7£.

Your package will be shipped by Tracked and Signed Delivery Services and will typically arrive within 2-4 business days after dispatch.

For those in a rush, we also offer a priority delivery option with UPS express. The exact price will be calculated at the check out. 

We strive to provide you with the best delivery options to ensure that you receive your order in a timely and efficient manner.

* All orders are shipped from the European Warehouse.

 

  US & CANADA 

For our customers in the US and Canada, we offer FREE tracked delivery on EMTB Tuning Kits over 99£! Otherwise we have a flat rate charge of 7£.

Your package will be shipped by Tracked and Signed Delivery Services and will typically arrive within 10-20 business days after dispatch.

For those in a rush, we also offer priority delivery option with UPS express. The exact price will be calculated at the check out. 

We strive to provide you with the best delivery options to ensure that you receive your order in a timely and efficient manner


* All orders are shipped from the European Warehouse. Our best sellers are stocked in a US warehouse and shipped from there.

  

 REST OF THE WORLD 

For our customers in the US and Canada, we offer FREE tracked delivery on EMTB Tuning Kits over 99£! Otherwise we have a flat rate charge of 7£.

Your package will be shipped by Tracked and Signed Delivery Services and will typically arrive within 10-20 business days after dispatch.

For those in a rush, we also offer a priority delivery option with UPS express. The exact price will be calculated at the check out. 

We strive to provide you with the best delivery options to ensure that you receive your order in a timely and efficient manner.

* All orders are shipped from the European Warehouse.  

 

General Shipping Plan

For orders other than EMTB Tuning Kits, we offer shipping based on weight. You will see shipping prices during checkout. All orders are sent with tracked delivery service. It will typically arrive within 7 - 15 business days after dispatch, depending on your location.

For those in a rush, we also offer a priority delivery option, shipped by DHL with an estimated delivery time of 2-6 business days after dispatch. The exact price will be calculated at the check out. 

We strive to provide you with the best delivery options to ensure that you receive your order in a timely and efficient manner.

* All orders are shipped from the European Warehouse.

EU / UK / US / International  RETURNS 

At Two Wheels Empire, customer satisfaction is our top priority. If for any reason you’re not happy with your purchase, you can return it within 14 days from the date of receiving an item.

Here’s what you need to do:

  • Inform us of your intention to return the item(s) at Hi@TwoWheelsEmpire.com. 
  • Download and fill out our returns form and include it with your return. You can download our  returns form here.
  • Ensure that the item(s) is unused, and in its original condition with packaging, and extras intact.
  • If the product was used - please allow up to 30 days for your item to be inspected. If the item(s) is not in its original condition, 5% - 20% restocking fee may be applied depending on the item condition and product type. 
  • Ship the item(s) back to the address indicated on the returns form and send a posting receipt with the parcel tracking number to Hi@TwoWheelsEmpire.com
  • Upon receipt and inspection of your return, we will process your refund and keep you informed via email.
  • Please allow up to 7-14 working days for the refund to appear in your account. 
  • If the item during the shipment is lost and an investigation is started, a refund will be issued after the investigation is finished. Unless we have a clear proof that the item is lost by the shipping company. 

Note: Return shipping costs and taxes are the responsibility of the customer. Shipping costs are non-refundable.

Exchange an item

  • If you have purchased the wrong item, please contact us for an exchange to the correct one you need.
  • If you need to replace the item, once it is shipped back to us and we receive confirmation with a tracking number, we will proceed to ship the replacement if the item is returned in the same condition as sold. If the item was used, please allow up to 30 business days for Your item to be inspected. 
  • The customer will be responsible for covering shipment costs and the price difference between the products.
  • If the item(s) returned is not in its original condition, 5% - 20% restocking fee may be applied depending on the item condition and product type and added as an additional cost.
  • To initiate a return, please download and fill out our returns form, and make sure to include it with your return. You can download our returns form by clicking here.

Faulty item exchange

  • Faulty items are replaced according to the warranty provided by the manufacturer. Returns for a refund are not accepted.
  • To exchange a faulty item, we need to confirm the production fault. We may request installation evidence and ask clarifying questions. As well as ask additional questions to determine the nature of the issue. The exchange process cannot be initiated until we have confirmed that the item is indeed faulty.

  • Please be advised that as the selling company, we cannot assume responsibility for any issues arising from the installation of the tuning kit if the correct installation materials were not provided to the e-bike shop by the customer. Additionally, we are unable to accept returns or warranty claims for faulty tuning kits that were installed by a third party without prior confirmation from us that the installation was done correctly. Proof of proper installation, including pictures, must be provided by the customer.

  • Please note that we cannot take responsibility for any claims related to faulty products if installation pictures are not provided. This is especially important when the installation is carried out by a third party. To ensure a smooth claim process, we kindly ask that you take and prepare installation pictures.

  • The responsibility for returning the faulty items to us for inspection lies with the customer. Upon receipt of the Tracking ID as proof of shipment, we will promptly proceed with dispatching the replacement item, contingent upon our inspection confirming the fault. In instances where this is the first replacement of a faulty item, Two Wheels Empire will bear the cost of shipping the replacement to the customer. However, should this situation recur, the customer will be responsible for all subsequent shipping costs, which will be added to the final invoice.
  • If a customer has a faulty item, we are happy to provide a one-time replacement with the same item, pending confirmation that the item is indeed faulty.
  • We will ship the replacement using Economy shipment unless the customer has paid an additional fee for express shipment.
  • Two Wheels Empire will cover the shipment expenses to deliver the replacement to the customer once. If it has happened more than once, the customer will be responsible for the shipment costs, which will be added as an additional cost.
  • To initiate an exchange, please download and fill out our returns form, and make sure to include it with your return. You can download our exchange form by clicking here.

Return policy for Mechanical Tuning Kits

For Mechanical tuning kits (NLS Components), we offer warranty for material and manufacturing defects for 12 months from the purchase date. This doesn’t cover any damage due to normal wear and tear, incorrect installation or general misuse. The warranty applies to the original purchaser only. In the rare case that you somehow ordered the wrong product, Two Wheels Empire accepts an exchange. You as a buyer are responsible for shipping the original product back to us and paying shipping for the replacement product. The product must be in new, sellable condition.

CUSTOM TAXES AND DUTIES - Two Wheels Empire operates on a Delivered Duty Unpaid (DDU) basis*.  However, Two Wheels Empire stock products in the United Kingdom, Germany, United States and Australia in order to ship from the nearest warehouses to you as a client in order to save on import taxes. For more information about where the products are shipped from please contact Hi@TwoWheelsEmpire.com .

* This means that any outstanding import duties, clearance fee’s, brokerage fees or other additional charges have to be paid by the customer upon delivery of your order. Contact your local customs authority for more information. The customer must take full liability for any parcels returned to Two Wheels Empire due to unpaid customs charges or ignored/unseen emails from your customs office or chosen carrier. Any postal charges, returned shipment costs, customs charges and handling fees will be deducted from any due refund or exchange request.